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About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Sr Program Operations Manager demonstrates leadership in communicating business goals. In addition to creating communications to the floor, they manage all collateral and content in agent facing tools including call handling processes and information in KIT. The team works cross-functionally with the Training, Quality Assurance, Marketing and extended lines of business (a.k.a. channels) within Mass Markets to enable our frontline employees and vendor agents to deliver the best customer experience possible.

Location and Schedule

This is a Work From Home position in the United States that has a 30% travel requirement to established territories.

The Main Responsibilities

• Identify, justify and prioritize communications opportunities associated with contact center interactions with customers, utilizing a variety of communication tactics to include online and printed materials, huddle topics and others as needed.

• Plan, develop and execute communications plans/campaigns which will support business initiatives and improve solutions and saves behaviors.

• Identify communication needs within the various call center businesses through performance analysis and regular consultation with business managers.

• Develop and maintain inbound and outbound solutions, saves and digital experience content for communications delivery, driving performance and ensuring customer satisfaction metrics are achieved.

• Maintain a formal request intake and review process to ensure business owner needs are successfully completed.

• Collaborate with stakeholder organizations to ensure communications are aligned with corresponding support models and business adoption/operational readiness plans

• Drives continuous improvement practices across the organization by working with key internal stakeholders.

• Establish partnerships with stakeholders to determine objectives and execute on communications

• Responsible for building and maintaining business relationships, which includes working with all levels and organizations of the company to maintain and provide status of key projects

• Project manage frontline readiness initiatives as needed

What We Look For in a Candidate

• Excellent communication skills (oral and written) are a must

• Proficient in presentation development and public speaking

• Minimum 5 years experience developing communications strategies with multiple tactics including written and visual options

• A minimum of 5 years large-scale contact center operations experience, focusing on change management, program development and execution

• Demonstrated ability to develop successful communications (including videos) across all levels of the organization

• Demonstrated project management skills; must have experience in establishing timelines, detailed reports and executive summaries.

• Must be proficient in Microsoft Excel, PowerPoint, Word and Adobe Design products

• Ability to identify employee and customer experience gaps

• Ability to communicate project needs to internal and external teams/vendors

• Ability to troubleshoot and self resolve communications issues through networks and partnerships with SMEs

• Working knowledge of mass markets products and how that impacts the customer experience.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$129,639 - $172,852 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$136,121 - $181,494 in these states: CO HI MI MN NC NH NV OR RI

$142,603 - $190,137 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

Benefits* (https://jobs.lumen.com/global/en/benefits-statement)

Bonus Structure

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 336756

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline

02/28/2025